Technical Support Executive

Phoenix Contact; Tangerang; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

Phoenix Contact Indonesia, based in Tangerang, is seeking a Technical Support Specialist to assist customers and sales teams with connectivity and cabinet efficiency solutions. You will handle product inquiries, provide basic application guidance, and document cases in the CRM system.

You will escalate complex issues to Application Engineers, contribute to knowledge bases, and collaborate with Quality and Supply Chain teams to improve services while ensuring confidentiality and compliance with

Qualifications

• Diploma or degree in electrical, electronics, automation, engineering, or related technical discipline.
• Minimum 2–4 years of experience in technical support, customer service, or a technical function.
• Basic understanding of industrial products or electrical / electronic components is an advantage.

Responsibilities

• Provide technical support to customers and sales teams via email, phone, or support systems, focusing on Connectivity and Cabinet Efficiency.
• Handle product‑related enquiries, including product specifications and basic application guidance.
• Troubleshoot and resolve issues, document and track technical cases in CRM.
• Escalate complex cases to Application Engineers, Product Marketing, or relevant technical teams as needed.
• Follow up on open cases to ensure resolution within agreed service levels.
• Support Sales and Customer Service teams with technical clarifications to enable smooth order processing and customer communication.
• Coordinate with internal stakeholders on technical matters affecting customers.
• Assist in identifying recurring issues and propose improvement actions.
• Maintain accurate records of technical cases, solutions, and customer feedback.
• Contribute to maintenance of technical documentation or knowledge bases and support internal training sessions.

Job description

• Provide technical support to customers and sales teams via email, phone, or support systems, focusing on Connectivity and Cabinet Efficiency
• Handle product‑related enquiries, including:
• Product specifications
• Basic application guidance
• Troubleshooting and issue resolution
• Accurately document and track technical cases in the support or CRM system in accordance with procedures
• Analyse technical issues and provide timely solutions based on product knowledge and documentation.
• Escalate complex or unresolved cases to Application Engineers, Product Marketing, or relevant technical teams when required.
• Follow up on open cases to ensure resolution within agreed service levels.
• Support Sales and Customer Service teams with technical clarifications to enable smooth order processing and customer communication.
• Coordinate with internal stakeholders (e.g. Application, Quality, Supply Chain) on technical matters affecting customers.
• Assist in identifying recurring issues and propose improvement actions.
• Maintain accurate records of technical cases, solutions, and customer feedback.
• Contribute to the maintenance of technical documentation, FAQs, or knowledge bases.
• Support internal training or briefing sessions by sharing common issues and product learnings.
• Ensure all technical support activities comply with company policies, quality standards, and safety requirements.
• Handle customer and company information confidentially and professionally.
• Support continuous improvement initiatives in technical support processes.

Requirements:

• Diploma or Degree in Electrical, Electronics, Automation, Engineering, or related technical discipline.
• Minimum 2–4 years of experience in technical support, customer service, or a technical function.
• Basic understanding of industrial products or electrical / electronic components, especially in the field of Connectivity and Cabinet Efficiency is an advantage.
• Experience working with CRM or ticketing systems is a plus.